Technical Support Analyst

The Technical Support Specialist supports the implementation, operations and maintenance of an effective technology stack focussed on delivering the support needed for the SGB business. Providing support through both ServiceNow and 'at-elbow', and working with other members of the SGB IT Team and 3rd party suppliers, as well as stakeholders in the local business, this role assists in supporting, implementing and maintaining all IT/IS/PLM solutions. Responsibility for the day-to-day operational delivery of the technical solution also resides with the Technical Support Specialist. The Technical Support Specialist is a knowledgeable in most aspects of the Information Technology deployed in the SGB business.

• Provide day-to-day operational IT support for business users across:
  • Newport (primary site)
  • Cwmbran (offsite location)
  • Brackley (smaller user base supported remotely)
• Ensure continuity of IT services ("keeping the lights on") across all supported sites.
• Manage and resolve:
  • Support tickets
  • Incidents and system failures
  • Service requests (e.g., new PCs, hardware deployment)
• Contribute to project-related activities when required, although this is a smaller portion of the role.
• Opportunity to get involved in improvement initiatives beyond BAU support.